A shared mailbox lets several people read and send from one address—`support@`, `sales@`, `accounts@`—without treating it as someone's personal inbox. Used correctly, it saves license cost and keeps customer threads visible to the team.
Shared mailbox vs distribution list
| Type | Behavior |
|---|---|
| Shared mailbox | Sent items can be stored; users work in one queue |
| Distribution group | Forwards copies to members; less central workflow |
| Alias on a user | Delivers to one person's mailbox—not a team queue |
Choose a shared mailbox when multiple responders need the same history and send-as rights.
Licensing rules (conceptual)
Microsoft's licensing guidance evolves, but shared mailboxes without a password and under size limits often need no separate license when members with licenses have Full Access and Send As permissions. Oversized archives or automation may require a license—confirm with your partner at purchase time.
Setup workflow
1. Create the shared mailbox in Exchange admin or M365 admin.
2. Add Full Access for team members (opens mailbox in Outlook).
3. Grant Send As or Send on Behalf so replies come from `support@`.
4. Disable direct login to the shared account unless you have a licensed automation scenario.
5. Document internal procedures (claiming tickets, sign-offs).
Operational tips
- Turn on sent items copying to the shared mailbox so the team sees replies.
- Use categories or flags for lightweight ticketing if you are not on a full helpdesk app.
- Review mailbox size annually; archive or license if you approach limits.
Aliases
You can attach multiple SMTP addresses to one mailbox (aliases). Mail to `billing@` and `invoices@` can land in the same queue if that matches how customers write to you.
For tenant setup and migration of old POP inboxes into shared mailboxes, see contact.
